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15.03.2019, Ref.#: 216307BR
★★★★★ MVS Storage Technical Support Specialist Level 2, IBM Bulgaria Ltd.
Месторабота София; Постоянна работа; Пълно работно време; Подходяща и за студенти
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MVS Storage Technical Support Specialist Level 2

The IBM Client Innovation Center for Technology Support Services (TSS) is the newest center in Sofia, launched at the end of 2013. It is the biggest global TSS center in the world. The high-tech center provides end-to-end IT services, including network management, server systems operations, maintenance and monitoring of computer hardware and software. It has divisions specialized in multi-vendor support, service design and planning as well as global information and analytics. The center brings also extended expertise in services related to Predictive Maintenance, Augmented Reality and Blockchain.
The IBM CIC has its own Education facility including several LABs equipped with IBM logo and MVS products used not only for client support needs but also for internal training and educations. The IBM professionals at the center come from 13 nationalities and provide support in more than 9 languages. They manage systems that are critical for assuring optimal information technology performance for IBM and IBM's clients globally - 24 x 7 x 365.

Who You are:


You are an experience in customer facing roles professional, with developer skills to perform advanced problem-determination and technical support for worldwide customers.
Being part of the IBM Multi-Vendor Storage support team, will give you the opportunity to learn directly from senior level support engineers and all the technical and management training.
If you thrive in a dynamic, collaborative workplace, IBM provides an environment where you will be challenged and inspired every single day

How we’ll help you grow:

• You will gain experience by using lab hardware to re-create customer configurations to replicate failure scenarios. Work closely with Level 3 OEM support teams to drive fixes on complex and critical issues.
• Learn how to create and maintain internal knowledge base/technical documentation for the Level 1 support teams to leverage for common issues on supported Storage products.

What you’ll do:

• Provide remote technical support expertise to both customers and internal field personnel in any country where IBM does business.
• Analyze support logs and diagnostic data to document detailed action plans that resolve client issues accurately the first time.
• You will be working with IBM enterprise clients through, meeting Service Level Agreements (SLA) and process compliance. You will perform business impact analysis and risk assessments to reduce the likelihood of significant service outage or disasters
• You need to be adhered to the set working schedule, supporting 24x7 shift operations and on-call coverage.
• This position will require working on dedicated night shifts (00:00 to 09:00) and periodic weekend on call duties

How we’ll help you grow:

• You’ll have access to all the technical and management training courses you need to become the expert you want to be.
• You will be able to gain deeper knowledge and understanding of multi-vendor enterprise storage technologies including software defined storage, storage virtualization, and network & fabric attached storage devices.

• Gain knowledge of storage networking SAN/NAS standards and protocols (Fiber Channel, iSCSI, NFS, CiFS, etc.)

Required Technical and Professional Expertise

•Fluent in English
•Bachelor's Degree (or equivalent) in Computer science or similar technical field.
•At least 3 years of experience in a technical support role – Remote support or Administration.
•Experience providing technical support or administration for storage products with focus on the following OEMs: HPE, NetApp.

Preferred Tech and Prof Experience

•Experience with UNIX/Linux OS and virtualization technologies.
•Knowledge in TCP/IP concepts.
•Experience with Cluster/HA environments.
•Previous experience in delivering technical education will be considered an advantage.
I•ndustry recognized associate, professional, or expert certification. Second foreign language will be considered an advantage.
•Master's Degree

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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